Patient Experience Survey: Inclusive Health

We would like to hear about your experiences when contacting and using your GP surgery. Your feedback will help us understand what works well and what could be improved. All answers are anonymous and will be shared with your Practice and NHS North West London to help improve local services.

About your GP Surgery

1.Which GP surgery do you usually go to? (Select one option)(Required.)

Getting in Touch

2.How easy is it to contact your surgery during normal opening hours (8:00–18:30, Mon–Fri)?(Required.)

Very easy – I get through quickly on the phone / online / in person

Easy – I usually get through with a short wait

Sometimes difficult – I often wait a long time or need to try more than once

Difficult – I regularly struggle to get through

Very difficult – I usually cannot get through without significant effort

4.Why is this your preferred method?

Booking Appointments

5.How easy is it to book a same-day or next-day appointment when you need urgent care?(Required.)

Very easy – I can usually book on the same day by phone/online without problems

Easy – I can usually book but sometimes need to try more than once

Sometimes difficult – I often need to wait longer than I would expect

Difficult – I rarely succeed in getting an urgent appointment when I need one.

Very difficult – I am usually unable to book when I need urgent care

6.How easy is it to book an appointment in advance (1–2 weeks) for non-urgent matters?(Required.)

Very easy – I can usually book a date/time of my choice within 1–2 weeks

Easy – I can book within 1–2 weeks, though not always my preferred time

Sometimes difficult – I often have to wait more than 2 weeks

Difficult – I rarely get a timely appointment in advance.

Very difficult – I am usually unable to book in advance

Your Care

7.How important is it for you to see the same GP or staff member each time?(Required.)

Always important

Important for ongoing, long-term problems

Depends on the condition

I don’t mind who I see, as long as they have access to my records and I am seen at a convenient time

Other (please specify)

8.Did you feel all staff (both reception and clinical) were knowledgeable and efficient?(Required.)

Yes

No

Somewhat

9.Tell me more about your experience (optional)

10.Were you given clear information about what would happen next?(Required.)

Yes

No

Somewhat

Doesn’t apply to me

11.How would you rate the overall quality of treatment and care you received(Required.)

Excellent – all aspects met my needs

Good – most aspects met my needs

Poor – several aspects did not meet my needs

Very poor – my needs were not met at all

Working Together

12.Some GP surgeries work together with neighbouring surgeries to offer more appointments (in different locations or remotely, e.g. hubs). How do you feel about this?(Required.)

Positive – I value the extra choice and access to appointments

Mostly positive – extra appointments are helpful, but travel/location is sometimes difficult

Neutral – no real difference for me

Negative – I prefer only to be seen at my usual GP surgery

Very negative – this approach makes it harder for me to access care

Online Services

13.If you have used your surgery’s online consultation service (e.g. PATCHS, eConsult), how satisfied were you?(Required.)

14.If you have not used the online consultation service, why not? (tick all that apply)

I was not aware of it

I don’t know how to use it (but would if training were provided)

I don’t have access to digital technology

I prefer to speak to someone instead

Other (please specify)

15.Do you use the NHS App? If yes, what do you use it for? (tick all that apply)(Required.)

Ordering repeat prescriptions

Viewing test results

Making appointments (when available)

Contacting my GP online for advice

Viewing hospital appointments and letters

Viewing my medical record

I don’t use the NHS App

Other (please specify)

16.If you don’t use the NHS App, why not?

I don’t know about it

I don’t know how to use it

I tried but found it difficult to install/register

I don’t have access to digital technology

I prefer not to use online methods

Other (please specify)

Improvements

17.What changes, if any, would you recommend to improve your experience with your GP surgery?